ETENDERS

Contract award notice

Information

Published

Date of dispatch of this notice: 04/08/2021

External Reference: 2021-257695

TED Reference: 2021/S 152-404996

Contract award notice

Contract award notice

Results of the procurement procedure

Directive 2014/24/EU

Section I: Contracting authority

I.1)

Name and addresses

Cork County Council
N/A
County Hall
Cork
Carrigrohane Road
IE
Contact person: Julianne Coughlan
Telephone: +353 0214285713
E-mail: julianne.coughlan@corkcoco.ie
NUTS code:  IE -  IRELAND
Internet address(es):
Main address: www.corkcoco.ie
Address of the buyer profile: https://irl.eu-supply.com/ctm/Company/CompanyInformation/Index/406

I.2)

Joint procurement

The contract is awarded by a central purchasing body
I.4)

Type of the contracting authority

Regional or local authority
I.5)

Main activity

General public services

Section II: Object

II.1)

Scope of the procurement

II.1.1)

Title

Digital Services and Customer Relationship Management Platform
Reference number:  ONLSRV_CRM
II.1.2)

Main CPV code

72212445  -  Customer Relation Management software development services
II.1.3)

Type of contract

Services
II.1.4)

Short description

The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform.
A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council.
Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies.
II.1.6)

Information about lots

This contract is divided into lots: no
II.1.7)

Total value of the procurement

Value excluding VAT:  653150.00  EUR
II.2)

Description

II.2.2)

Additional CPV code(s)

48000000  -  Software package and information systems
48220000  -  Internet and intranet software package
48445000  -  Customer Relation Management software package
48810000  -  Information systems
72212220  -  Internet and intranet software development services
II.2.3)

Place of performance

NUTS code:  IE -  IRELAND
II.2.4)

Description of the procurement

The digital services portfolio resides within Corporate Services directorate and is managed by the Service rePublic unit there. This unit holds the service transformation and innovation brief and uses a service design approach to deliver its programme. The current online services and customer relationship management solution is the govService platform from Granicus. The Service rePublic unit are responsible for the ongoing development and delivery of digital services through this platform. The customer services section which comprises of the main county Hall switch and contact centre is also in the Corporate Services directorate. There are a total of 6 contact centre agents, a supervisor and a contact centre manager. The Council’s out of hours emergency is also part of the customer services section, these calls are handled by an external company who input details onto the Council’s CRM.
A tender for the continued provision of an online customer experience platform and CRM is required to ensure continuity and expansion of the digital programme in Cork County Council.
Cork County Council has a people-centred Corporate Plan in place underpinned by innovative digital and communications strategies. Cork County Council’s vision is “A Council who leads through inclusiveness, agility and ambition, empowering our communities through our people and services.” Digital has a key role to play in enabling and delivering this.
II.2.5)

Award criteria

Criteria below
Quality criterion  -  Name:  Understanding the Requirements  /  Weighting:  5
Quality criterion  -  Name:  Project mNager and DElivery Team  /  Weighting:  5
Quality criterion  -  Name:  Contract management  /  Weighting:  5
Quality criterion  -  Name:  Contract Performance  /  Weighting:  5
Quality criterion  -  Name:  Meeting Requirements  /  Weighting:  30
Quality criterion  -  Name:  Hosting Data Security and Protection  /  Weighting:  3
Quality criterion  -  Name:  Implementation  /  Weighting:  3
Quality criterion  -  Name:  Licensing  /  Weighting:  2
Quality criterion  -  Name:  Support and Maintenance  /  Weighting:  2
Price  -  Weighting:  40
II.2.11)

Information about options

Options: no
II.2.13)

Information about European Union funds

The procurement is related to a project and/or programme financed by European Union funds: no

Section IV: Procedure

IV.1)

Description

IV.1.1)

Type of procedure

Open procedure
IV.1.8)

Information about the Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement : no
IV.2)

Administrative information

IV.2.1)

Previous publication concerning this procedure

Notice number in the OJ S: 2021/S 023-055901
IV.2.9)

Information about termination of call for competition in the form of a prior information notice

The contracting authority will not award any further contracts based on the above prior information notice

Section V: Award of contract

Contract No: 1

Title: Digital Services and Customer Relationship Management Platform

A contract/lot is awarded: yes
V.2)

Award of contract

V.2.1)

Date of conclusion of the contract

15/05/2021
V.2.2)

Information about tenders

Number of tenders received:  3
The contract has been awarded to a group of economic operators :  no
V.2.3)

Name and address of the contractor

Granicus-Firmstep Limited
London
UK
NUTS code:  UKI -  LONDON

The contractor is an SME : no
V.2.4)

Information on value of the contract/lot (excluding VAT)

Initial estimated total value of the contract/lot:  500000.00  EUR
Total value of the contract/lot:  653150.00  EUR

Section VI: Complementary information

VI.3)

Additional information

Please refer to attached documentation for any/full details
VI.4)

Procedures for review

VI.4.1)

Review body

The High Court
Four Courts, Inns Quay
Dublin 7
IE
Telephone: +353 18886000
E-mail: highcourtcentraloffice@courts.ie
Internet address: http://www.courts.ie